incident manager resume doc

Ensure proper assignment of incident and severity level determination, Validate record content to ensure all required fields are properly populated by the designated person, Continual Service Improvement: Post Incident Review process to enhance processes and procedures. Team player: Ability to effectively interact with people at all levels worldwide, Good in organizing meetings and driving the meetings, A solid understanding of Cisco services and products, Acts as a single point of contact for high impact, large account issue resolution through escalation and management across multiple divisions of Cisco, Provides executive level status updates throughout the lifecycle of an outage-Verbal/Written, Leads/Drives cross-functional teams to satisfy escalations, Participates in, with the possibility to lead, business continuity events, Facilitates collaboration between Cisco and other vendors/suppliers in order to satisfy an escalation or resolve an outage, Works on complex issues where analysis of situations requires in-depth evaluation of factors, Provide process training to internal stakeholders, Involved in analyzing trends for continuous improvement through business analytics and metrics, Provide guidance leadership to co-workers within multiple Cisco divisions, Act as an escalation expert to provide support on a global basis, Receive minimal supervision on routine work, and general instruction on new assignments, Reports to Manager or Sr. at all levels of the organisation is essential, Strong organisational skills with the ability to manage multiple tasks simultaneously, Client focus and ownership, use of own initiative and a proactive approach to work, Ability to facilitate conversations with large groups of remote people, Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state, Ability to maintain calm during stressful situations, Ability to translate technical incidents into business terms, Adaptability to new processes and expectations, Drive GTI technical response to major incidents, establishing command and control through the entire incident lifecycle, Strong leadership presence on Major Incidents, driving accountability across all levels of GTI Technical resolvers and Technical Leadership, Drive collaboration of multiple technology skill sets via technical bridges and use of tele-presence collaboration rooms, Authoritatively and confidently guide Major P1 incidents to resolution; may be called upon to make decisions on behalf of GTI under pressing circumstances, that may have production impacting implications, Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners, Must be able to multitask in a stressful environment, Provide prominent input to proactive monitoring tools development, proactive planning for major implementations and driving preventative diagnosis of possible problem areas across technology landscape, Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed. Download Free CV Resume 2020, 2021 Samples File Doc Docx Format or Use builder creator maker. The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. This activity will therefore prevent repeat issues affecting business users, Maintain high availability of IT systems to our customers, Collaborate with support teams across the UK Service Centre, Proximity teams and Application Management teams to investigate and assess the impact of issues within the production environment, Service Desk experience working as a Senior Help desk professional or Incident Manager, ideally in a multi- tiered enterprise environment supporting at least 4000 users, Worked within ITIL or process oriented Service Centre, Staff supervision / matrix management experience, Able to demonstrate a methodical approach to data analysis and problem solving, Customer focused attitude and desire to provide continual service improvements, The ability to multi-task, prioritise workloads effectively and be able to deal with a variety of tasks, Ensures consistent day-to-day Incident Management (IM) process execution across the Consolidated Service Desk (CSD) and other operational segments of ITSM, Ensures incident troubleshooting scripts and workarounds are developed or captured from supporting vendors, IT Support Groups, Service Cataloging and Enterprise Architecture and stored in the IM Knowledge Repository for the CSD, Monitors and validates accuracy and currency of the IM Knowledge Repository, Monitors and validates accuracy and currency of all IM Standard Operations Procedures (SOPs), Performs Quality Assurance (QA) activities for the CSD, reports QA findings to the CSD Manager and offers recommendations for quality improvement opportunities, Facilitates opening of problem tickets with the Process Manager, Coordinates and collaborates with other vendors and government stakeholders to ensure all major incidents are actively managed, updated and actioned, Analyzes CSD performance measures to identify root cause of unusual performance, the creates reports that depict the analysis and recommends corrective actions as necessary, Monitors and analyzes IM process performance for the CSD and other operational segments of ITSM, Monitors established process metrics and key measurements for the CSD then makes recommendations for corrective actions to the Process Manager as necessary, Assists the process manager in facilitating an IM Process Management Group to develop process Improvement recommendations for review/approval by the Process Owner (government), Develops reports on incident process performance of the CSD and other operational segments of ITSM and presents those reports to the Process Manager, Analyzes incident trends, creates reports that depict the outcome of that analysis and recommends corrective actions as necessary, Manages process effectiveness and efficiency for the CSD, Manages major incidents, keeping the process manager abreast of any issues or delays in resolution, Ensures all incident management processes are documented and adhered to by validating existing processes, creating incident management related standard operating procedures and technician work instructions, Performs post-incident resolution validation, Contacts customer satisfaction survey submitters in accordance with survey results procedures outlined within the IM process, Provide leadership to multiple support teams during IT Major Incidents, Ensure proper lifecycle transition from the Incident to Problem Management processes, Resolve matters that have been escalated and provide approvals where required, Work at a detail level with technical teams when required, Perform Incident trend analysis and systemic Problem identification, Support and promote ITSM framework amongst teams and the wider IT organization, Manage different Vendors as part of Service Delivery, Ensure Continuous Quality Improvement on the Vendor side, Identify best practice opportunities and, where appropriate, share across other Rogers contact centers, Participate in specific Operations Management activities and special projects or initiatives as required, Ensure that the Rogers Brand is embraced within Vendor’s environment, Experience with ITIL methodologies and industry best practices, ITIL v3 certification, minimum foundation level, 5+ years ITSM experience in multi-vendor service delivery, Knowledge of ITIL best practices and process improvements, Proven ability to analyze and solve a wide range of technical problems, Understands SDLC, Development Technologies, Infrastructure, Network and Server Architecture, and Project Management methodologies, Understands organization's existing and planned Information Architecture and Information Management methodologies, Highly developed analytic, interpersonal and communication skills to influence and engage colleagues and partners, along with a broad understanding of the businesses they support, Understand IT governance processes, specifically Relationship Management, Operations Management, Demand Management and Value Creation, Experience in planning and progressing work activities using initiative and independent judgment, Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level, Lead Technical Bridges during Severity One Incidents owned by the EMEA Region, Engage in all Severity One Incidents impacting the EMEA Region, Be responsible for conducting all Severity One and Severity Two Root Cause Analysis (RCA) Investigations, Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and others to ensure that work is completed efficiently,adjusting priorities, establishing management routines to effectively track progress and identify issues; removing barriers and leveraging resources, Assist Product Support Managers and Team Leads with the orchestration and deployment of resources (e.g., people, infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration, Assists with the classification and prioritization of incidents as well as analyzing incidents to identify service restoration actions to be taken, Monitors incident details, investigates, diagnoses and escalates risks and issues to the Change Management and Problem Management teams, Serves at the key contact for clients, management, and vendors on high client impacting day to day support issues by monitoring service level expectations, evaluating process success and managing the recovery process, Drives the incident resolution and recovery activities provided by internal and external service provider teams and monitors adherence to Service Level Agreements (SLAs) and alignment with governance of local and global requirements, Leads the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization by working with process owners to identify and plan Incident Management process improvement projects, drives cross account-process standardization, and ensures that vendors and internal staff comply with defined processes to deliver an efficient and effective interaction model, Participates in audit activities related to the Incident Management process, 5+ years’ experience with integrated work streams, supporting computing environments, or retail banking, ITIL v3 Foundations or higher certification, Prior Project Management experience or PMP certification, Executes the Incident Management process tasks in adherence with established processes and SLAs, Assists with classification and prioritization of incidents, Assists others with identifying the impact of incidents, Monitoring Incident details, including the Configuration Items affected, Open internal troubleshooting communication channels (incident conference bridge, IM/WebEx, etc.)

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